Call Abandon Rate

Date created: May 29, 2019  •   Last updated: Feb 14, 2020

What is Call Abandon Rate?

Call Abandon Rate is the percentage of people who hang up before they are able to reach an agent. Abandon Rate is very closely related to Average Time to Answer.

Alternate names: Abandon Rate

Formula

ƒ Count(Abandoned Calls) / Count(Total Inbound Calls)

How to calculate

If your inbound call center receives 1,000 calls each day and 25 are abandoned, your Abandon Rate is 2.5%.

Call Abandon Rate

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What is a good Call Abandon Rate benchmark?

Abandon Rates of between 5 and 8% are considered normal. However, based on time of day and industry, rates can reach as high as 20%.

More about this metric

In call centers, callers often hang up before they reach an agent. This could be due to overly long wait times or a faulty automated queue setup. Regardless of why, a high Abandon Rate can negatively impact customer satisfaction and reduce customer retention rates. It's important to monitor this metric closely so it doesn't exceed the target threshold.